Complaints

This profile includes complaints for Ziply Fiber's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ziply Fiber

  PO Box 1127 Everett, WA 98206-1127

• 

  Ziply Fiber

  P O Box 740416 Cincinnati, OH 45274

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/02/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged by Ziply fiber for a router that I never received nor used, I own my own router. the fee was $10 and was for a span of 2 years and 10 months which in total is $340 I was a Ziply customer since may ******** and have been overcharged since then. I realized the mistake in march, I've contacted the business on their chat, twice over the phone and once on reddit. the chat rep offered me a free month of internet that I never received. both phone calls ended with a promise that I would get a call back from a supervisor which I never received, and on reddit they just flat out refused to offer anything.I told Ziply support I was fine with either a refund or a credit on my account that totals the $340 but the only thing they did was remove the charge going forward. I really tried in good faith to resolve this directly with the company but I feel like I have exhausted my options. my account is ********************* ************

  Business Response

  Date: 06/20/2023

  Thank you for referring the complaint of ********************* to our office for review. We appreciate **************** bringing this matter to our attention.
  
  The Complaint states that:
  **************** states that for 2 years and 10 months he was billed $10 a month for a Ziply Fiber router that he never used or possessed.
  **************** states that he never received the one-month credit our agent offered in March 2023.
  **************** states that he would accept either a bill credit or a refund of $340 to resolve the issue.
  Ziply Fiber has investigated the above statements and offers the following response: 
  
  Ziply Fiber advises that **************** had ************************************ installed on August 17, 2009. As part of the Frontier plan, a router rental was required and could not be removed.
  Ziply Fiber advised that our Terms of Service advise that a customer has ******************************************************************** this case the issue wasnt reported within that time frame so a manual credit wouldnt be an option.
  Ziply Fiber records show that a one-month credit was offered for the router fee. This adjustment reflected on the April 17, 2023 statement.
  Although the billing issue wasnt reported per the Terms of Service, as a courtesy **************** was provided a service upgrade that doubled his data speed for $20 less per month for the next 12 months.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that **************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20137935
  
  I am rejecting this response because: Ziply acquired Frontier so I am not blaming you for anything frontier did. I was told I would receive a month of free internet. Quote from transcript "06:05:21 PM [*******************]
  I am pleased to inform you that as a valued and esteemed customer of our ********************** family, you have been granted a complimentary one-month free internet service. Your unwavering loyalty to our brand and commitment to excellence have not gone unnoticed, and we are thrilled to extend this gesture of appreciation to you."  I was only given $20 dollar credit to cover the router fee and multi device security.

  The terms in your second page of the bill I have uploaded don't mention anything about having only 30 days to dispute any illegitimate transactions. my internet speed was doubled because I asked your customer service to change it after I realized I was paying the same amount of money for half the speed, you don't even offer 500/500 speeds anymore. I feel I've been wronged for much more than $340,

  your fee for the device security that was secretly tacked on my bills also seems unfair however I am trying to come to an agreement that wont fully satisfy me, but will at least be a compromise for both parties. I ask that you give me 17 months at $20 less a month. that will give me a monetary value of about $340 and you will receive $1020 from me. this seems like a more than fair compromise to me.

  
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/12/2023

  Thank you for referring the additional concerns of *********************** to our office for review.
  
  The additional concerns state:
  **************** states the Terms on the second page of his bill do not mention the 30-day time frame to report billing errors.
  **************** states his data speed was increased because he asked to change because he was paying the same amount of money for half the speed.
  **************** states that a Device Security was secretly tacked onto his bill.
  **************** is asking for 17 months (rather than 12 months) at the $20 lower price.  
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber advises per our Terms of Service at: ********************************************************************************* advise the following under 2) Payments: Charges- ** You agree that it is your responsibility to report to Ziply Fiber billing errors within 30 days from your receipt of the bill so that service levels and all payments can be verified. If not reported within 30 days, you agree that all such billing errors are waived.
  Ziply Fiber advised that despite not qualifying for new customer pricing, as a courtesy he was given that promotion which included a speed upgrade.
  Ziply Fiber records show that the Device Security has been clearly displayed on all of Mr. ******* monthly statements. Additionally, it is the end user's responsibility to review each bill to confirm accuracy and report any errors.
  Ziply Fiber advises that the new customer pricing is a ******** promotion, however as a one time courtesy we have provided a manual adjustment for **************** to equal the additional 5 months requested.
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that **************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 07/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 10 2023 I began receiving phone calls from a Ziply Rep, named *****. I have no current past nor future relationship with ***** or Ziply. She was calling to confirm my internet install. After her second call I called Ziply and asked to have my # removed from their system. I was told after a brief hold this was completed. I have since received another 7 calls again. I called Ziply again on May 29, 2023 to again request to remove my number and was put on hold, then told this was complete. I then THE NEXT DAY, received another call from ***** confirming that on May ********************************************************** when they are on their way. I then received a text message from another number from Ziply. The two numbers that have been contacting me are ************** ***** with Ziply and **************. When I called both times to have my number removed from what ever account it is attached to, the tech person said do you know, (insert foreign name here), a person I've never heard of in my life.

  Business Response

  Date: 06/14/2023

  Thank you for referring the complaint of ***************************** to our office for review. We appreciate ****************** bringing this matter to our attention. 
  
  The complaints states:
  ******************** ****** on 5/10/23 she began receiving phone calls from Ziply Fiber to confirm her internet installation even though she does not have a current or past relationship with Ziply Fiber.  
  ****************** states she has called Ziply Fiber multiple times to have her number removed from their system but continues to receive phone and automated text messages.  
  ****************** does not want any further contact from Ziply Fiber. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ******************** phone number was provided as the contact number for a new internet installation order for another customer. As a result, ****************** was receiving confirmation phone calls and automated text messages regarding this order. 
  Account records show ****************** did request her number removed from Ziply Fibers system and her contact number was removed from the order. However, until the order completes, the changes will not update to all systems, so ****************** may still receive some automated messages. 
  If ****************** does receive any additional phone or text alerts, Ziply Fiber recommends she block the number or opt out of texts when prompted to do so. 
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ****************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20129806
  
  I am rejecting this response because: I am not still getting 'automated' phone calls. Since my second request to have my number removed I have received 2 phones calls from a live person. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/21/2023

  Thank you for referring the additional concerns of ***************************** to our office for review.
   
  The additional concerns state:
  ****************** states she is rejecting Ziply Fibers response as she is still getting automated and live calls. 
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  ****************** was previously advised her contact number was removed from the service order, however she may still receive some calls or automated messages until the order completes. Ziply Fiber recommended she block the number or opt out of texts when prompted to do so should that occur. 
  Ziply Fiber has confirmed the order has completed so no additional calls will be made. 
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ****************** has experienced as a result of the above matter
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

  Customer Answer

  Date: 06/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will not pursue further as long as no further calls are made. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company has been harassing myself as to damage sustained to their equipment on an easement in my property in a sub-development. *** explained to multiple people in their company when the damage was reported over a year ago and I definitively was unable to say what caused it as I was away. No action was undertaken for over ten months, no investigation as to the cause on their part. Ive had members of their business ask me to investigate a year after the damage occurred to absolve myself of liability. Theyre attempting to hold myself liable for ****k of damages with the only guilt of mine of being the property owner of the easement its on next to the road.

  Business Response

  Date: 06/02/2023

  Thank you for referring the complaint of *************************** to our office for review. We appreciate ****************** bringing this matter to our attention. 
  
  The complaints states:
  ****************** states that damage to Ziply Fibers equipment on his easement was reported over a year ago and the cause of the damage is unknown as he was not present when it occurred.  
  ****************** states no action was taken for ten months and Ziply Fiber is holding him liable for the damages because the damaged equipment is on his property. 
  ****************** states he was not responsible for the damage when it occurred and should not have to pay for the repairs.  
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber claims department spoke with ****************** and states he advised the damage to the pedestal was reported by him in April of 2022 but was not repaired in a timely manner. ****************** states he was not responsible for the damage or present when it occurred, that it was due to an unknown vehicle hitting the pedestal. 
  Ziply Fiber has record of a maintenance ticket issued on 4/27/22 by ****************** requesting the box outside the house moved as it was too close to a driveway that is frequently used for large construction equipment going in and out of the property.  Technician notes advise the customer requested that either the pedestal is moved over approximately 4 feet or a flat top buried pedestal is placed. Notes advise the consumer is wanting to put gravel down to allow trailer storage on the side of his home. 
  Ziply Fiber records show ****************** did subsequently report that the pedestal was hit on 5/12/22 and the line was not repaired at that time.  
  Account records show in response to a report from ****************** regarding internet trouble in September 2022, Ziply Fiber dispatched a technician and filed a report for damage to a pedestal and fiber line advising the pedestal was damaged during landscaping on the property. An invoice was sent to ****************** for the cost of the repairs. 
  Ziply Fiber ***************** has spoken with ****************** and advised we are legally within the easement and in this instance as a onetime gesture agreed to waive the costs to repair the damaged pedestal. 
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ****************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ever since my telephone/Internet service was "upgraded" I've been having problems. Back in the good old days, when the power went out I could still use my phone. When the Internet went out, I could still use my phone and call Ziply Fiber for repairs - but now when the Internet is out, my phone is out, and it happens frequently. Now, when there's any sort of problem I have to go down to a local market and ask to borrow their telephone in order to call Ziply Fiber about repairs. I have been schooled by company technicians about a plug to pull out - for 45 seconds - and a button to push - for 45 seconds - and, admittedly - this goofy system does sometimes work, but something has to be done about this problem. The so-called "upgrade" has turned out to be a downgrade and a real problem.

  Business Response

  Date: 05/17/2023

  Thank you for referring the complaint of *********************** to our office for review. We appreciate **************** bringing this matter to our attention.
  
  The complaints states:
  
  **************** states ever since the telephone and internet service was upgraded when the internet goes out the phone does as well.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  
  Ziply Fiber records show the account was upgraded from Copper phone and DSL service to VoIP phone service and Fiber internet on November 19, 2022
  Ziply Fiber does advise the VoIP phone service does require a battery backup to be purchased by the consumer in order to power the phone and allow calls such as E911 if needed and does recommend a corded phone since cordless does also require electricity.
  Ziply Fiber advises with the Battery Backup Unit which is necessary in case of power outages to power the phone and allow calls such as E911.  We have different options such as a 4.5-hour, 8.5 hour or a 24-hour backup battery for sale at **************************************** These purchased from our site have been tested, rated and assembled to connect to our Optical Network Terminal and our Ziply Fiber Residential Gateway
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that **************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

  Customer Answer

  Date: 05/17/2023

   
  Better Business Bureau:
  

  Ziply Fiber's answer to my problem is to purchase a battery backup unit, available on their own website for a cost between $100.00 and $250.00. That is their solution since their "upgrade" created the current problem. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ziply advertises internet services for as low as $20 month but there is no such amount Ziply charging my bill for the coming month, before Ive used service.Ziply uses the government bill to help low income individuals obtain internet service for an advertised fee and that fee is erroneous as it is double the advertised amount after all the taxes and surcharges, which is unfair to people who are underserved and low income.Ziply does not give an account 90 days before they terminate an unpaid balance.Ziply does not contact a customer in all ways possible before termination of service.Ziply is charging impoverished people who need internet extra late fees and reconnection fees after they fail to contact the possibly disabled customer who is using the government program for service. The customer may be unaware they are not current with their ziply monthly balance.

  Business Response

  Date: 05/23/2023

  Thank you for referring the complaint of ******************* to our office for review. We appreciate ************** bringing this matter to our attention. 
  
  According to the complaint:
  ************** states Ziply Fiber advertises internet service for as low as $20.00 per month but states there are no such amounts.  
  ************** states Ziply Fiber participates in a government discount program, but the rate is double what is advertised. 
  ************** states Ziply Fiber does not allow ********************************************************************************************* all ways possible before termination of service. 
  ************** states Ziply Fiber is charging low-income customers extra late fees and reconnection fees without proper notification the service is not current. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber does advertise fiber internet as low as $20.00 per month for new consumers however fiber internet is not available to *************** 
  Ziply Fiber advises ************** has standalone copper DSL internet which is advertised at $50.00 per month. ************** is enrolled in the Affordable Connectivity program (ACP) which provides a credit of up to $30.00 off her internet rate. ************** has been paying $20.00 per month for her internet under this program.
  Account records show that ************** is signed up for paperless billing.  Ziply Fiber does provide monthly email bill notifications and consumers can also view their bill through the online portal anytime.  Additionally, Ziply Fiber sends paper reminder notices in the mail prior to the suspension of a service. Ziply Fiber encourages ************** to verify the best contact email is on file for her online account notifications. 
  Ziply Fiber advises, it is the consumers responsibility to ensure the bill is paid each month by the due date to avoid suspension or collection activity.  Ziply Fiber does assess late fees if the full payment is not received by the due date on the bill statement and in the event an account is suspended for non-payment reconnect fees do apply. 
  Billing records show ************** was behind on her bill by several months.  Ziply Fiber did 
  provide a courtesy credit of $10.00 off for 3 months beginning in January, credit of $20.00 towards her internet service on 2/16/23 and a credit for two late fees. Additionally, ************** service was restored after suspension and the reconnection fee was waived. ************** has a current outstanding balance of $45.99 for previously billed services.   
  

  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  

  
  

• Initial Complaint

  Date:05/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2021 ziply fiber over charged me and they saw the mistake and put a credit for $695 on my ziply account, not my credit card, then a get a bill showing that the $695 was miss applied. When I called them, they said it was just a computer glitch and I was wrong and it wasnt taken out on my bank account! instead of just taking the credit off they just took it upon themselves to take it out of my account with no authorization I did not have auto pay set up. So I have no idea how they were able to do this. I have been trying to prove this to them ever since! Ive sent them proof several times, and they sent me an email back, saying they received it then nothing becomes of it. I do not understand how they can treat someone like this. The last person I talked to in December told me that she would get to the bottom of this and she personally would make sure this was taken care of and was going to put my account on hold until the investigation was done, i wasnt going to give them any more money towards my bill seeing as how I already paid them $1352.59 in 2022, I was supposed to pay $778. Ive been dealing with this for over a year. A week later I got a collection letter in the mail, returning over to collections and now when I call them to ask why they did this when they should have all the information of whats going on and they told me they couldnt answer because it was out of their system now that I was in collections so now the collection company has put a dispute against ziply, because they see exactly what they did and I should not be in collections. Avoid ziply at all costs.

  Business Response

  Date: 05/26/2023

  May 23, 2023
  
  Thank you for referring the complaint of *** & ************************* to our office for review. We appreciate ********************* bringing this matter to our attention.
  
  The complaints states:
  ********************* states that Ziply Fiber over charged her bank account in March 2022 and she is owed a refund.
  ********************* states that Ziply Fiber sent their account to collections, and she wants it removed.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Account records show in March 2022 four payments of $231.96 were erroneously credited to Mrs. ********* Ziply Fiber account, however only one was accepted by the bank. A payment investigation is needed and bank records for ****** May and June 2022 are required. To date, Ziply Fiber has not received those requested documents. Once provided we will continue to work with ********************* on a resolution and determine if a refund is warranted.
  Ziply Fiber advises that the account will be pulled back from the outside collection agency once the balance owing is determined to be invalid.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ********************* has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

• Initial Complaint

  Date:05/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have received horrible phone service since Aug of 2020. Therefore, I will be making separate complaints to track the different issues.Ziply has refused to take responsibility and fix the ongoing issues. The script is apparent; ignore what the customers say and move on. You have been requested to **** each recording, which should be easy to determine. I have learned that Your records are incomplete, but the picture clearly shows the issues.Each time a complaint is made, it appears that Ziply retaliates. Specifically, this is the 3rd or 4th time you have caused intentional harm. When you call my number if the phone is not picked up before six rings. The automated VM recording does not come on and states that the phone is disconnected. I understand you are sending people to my home to look at the line, however. THIS IS NOT ON MY SIDE. PLEASE TELL ME YOU ARE NOT THIS INCOMPETENT. By the way, my phone has been doing this since March?80 % of the reps I have spoken with regarding this issue state that it is impossible or that I must be mistaken. Then on my urging, an intelligent agent will actually call the phone and verify. I have been hung up on, disrespected, and treated like I am an idiot. The fundamental customer service skills escape **********************. Setting that aside, I have made my wishes very well known, and Chief amongst them is a call with a Sr escalation team lead. I have been promised repeated callbacks this has not happened, and I want to know how this is even possible.The other request is to ask how this is possible and how this can happen. Let's see, read above. Since you do not keep these records, you don't know what is going on, or you would see that it is impossible to be emulating from my phone, and you would know what you did previously. The more important thing is not to admit you screwed up and, well... let's keep doing this to the customer. THIS IS A PROGRAMMING ISSUE.For 50 minutes of the call from today. A very friendly and helpful person by the name of ***** tried to assist. Kudos TO YOU. You are a professional, and it was appreciated. The supervisor, ******, really? Young man, I do not need your or Ziply's permission to do what I feel I must. I am aware of my constitutional rights I made my feeling clear. Please explain to all of your customers how that approach is appropriate in any setting. Especially a customer that you have failed to deliver good service failed to follow state mandates, and are clearly violating just a few rules. Perhaps your supervisor should listen to the call. We have had multiple issues, and I have been charged for misrepresented, nonexistent services, and retaliating against your customer when brought to your attention. ********************** should have addressed this the first time it was brought to your attention. I trust that the person responding to the BBB complaints has a basic understanding of consumer protection laws. Ziply please tell me how many hours I have spent with Ziply fixing your issues.YOU BLEW IT over and over and over

  Business Response

  Date: 05/17/2023

  May 17, 2022
  

  Thank you for referring the complaint of ************************* to our office for review. We appreciate ******************** bringing this matter to our attention.
  

  
  The complaints states:
  ******************** states since March of 2023 his callers receive the recording of this number has been disconnected when calling his home phone rather than getting his voice mail service.
  ******************** states he hasnt been getting the service he pays for.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  In response to the complaint, Ziply Fiber determined that callers were being forwarded to an incorrect voice mail access number. When the correct number was added the issue was resolved.
  Mr. ********* voicemail service is a free feature included with his phone package. However, in this instance a one-time courtesy credit of $25 has been applied to the account.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ******************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

  
  

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20053152
  
  I am rejecting this response because:

   

  Ziply was not responsive to the complaint. How was my VM being forwarded without my knowledge, and how was it forwarded stating it was disconnected?
  Ziply states, ** subsequent emails, this was a programming issue but failed to adequately explain how is one single customer getting their phone saying it is was disconnected on several separate occasions. Each time Ziply told me what I was experiencing was impossible.
  Ziply quickly dismisses the issue as fixed with no explanation of how and offers $25 for more than 10 hours of work by the consumer for "their" Programming issue. This does not even cover the time when my phone was not fully functional.
  
  I asked for my account to be reviewed that was ignored. I asked specific questions to be answered...Nothing after being requested to be elevated, The Supervisors states." As far as holding Ziply accountable, I am not understanding what it is you expect. The dial tone was actually working, and inbound callers would only have received the message if a call was not answered and it went to voicemail.  
  We have acknowledged and error and resolved the issue. We have repeatedly apologized and applied a $25 credit to your account for the inconvenience."   
  
  
  I believe that response speaks clearly. 
  
  WHAT DO I EXPECT? I GAVE THE SUPERVISOR SPECIFICS, AND HE CUT OFF COMMUNICATION.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zipply Fiber makes an appointment to fix my internet and then cancel my appointment the day of the appointment. Now I have to take time off work with no pay and hopefully they will show up. Why make an appointment and then cancel within hours of the assigned appointment.

  Business Response

  Date: 05/16/2023

  May 16, 2023
  
  Thank you for referring the complaint of *********************** to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  The complaints states:
  ****************** states that Ziply Fiber missed a commitment date for a DSL repair ticket.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises the repair ticket was closed after no provisioning trouble was found. The outage was caused by customer provided equipment and was resolved. As a courtesy, a $25 missed commitment credit was applied to the 6/13/23 bill.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ****************** has experienced due to the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since Ziply took over as my Internet provider from frontier, the bill has been wrong most months. Also, the service is out way more often (2-4x/week), with no discounts or credit offered. The customer support line only works if you want to give them money. Otherwise, they put me on hold and the line goes dead. This is a horrible business.

  Business Response

  Date: 05/09/2023

  Thank you for referring the complaint of ************************* to our office for review. We appreciate **************** bringing this matter to our attention.
  The complaints states:
  **************** states since Ziply Fiber took over as his internet provider from Frontier the billing has been wrong most months
  **************** states the service is out more often then working with no discounts/credits offered.
  **************** states when he calls in he is placed on hold and the line goes dead.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show no payment was made in December 2022 from this point going forward the payment received were for the past due balances on each monthly bill statement.
  12/12/22 $244.95 Due 01/05/23 payment made and posted on 01/31/23.
  01/12/23 Prior balance (which was paid 01/31/23) and current balance due date 02/06/23 owing
  02/12/23 Prior balance (which was paid 02/27/23) and current balance due date 03/08/23 owing
  03/12/23 Prior balance (which was paid 03/28/23) and current balance due date of 04/05/23 owing
  04/12/23 Prior balance (which was paid on 04/24/23) and the current balance due date 05/08/23 owing currently on the account.  The next bill generates on 05/12/23.
  Ziply Fiber provides time out of service from the time the outage is reported to the time its resolved.  Ziply Fiber recommends reporting outages when then occur.
  Ziply Fiber has no records of a incoming call placed on hold and the connection lost.
  Ziply Fiber records show **************** upgraded his internet to 1 Gig at $80.00 per month and disconnected the ** service is Ziply.  The prorated credits will reflect on the 05/12/23 bill statement.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that **************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations
  

• Initial Complaint

  Date:04/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ziply Fiber continues to bill me for a non existent account ( account number **********************, that they created without my knowledge. I call every month and they say that it is taken care of, yet I continue to get a bill. This started in December of 2022.

  Business Response

  Date: 05/12/2023

  Thank you for referring the complaint of ******************************* to our office for review. We appreciate ******************** bringing this matter to our attention. 
  
  The complaints states:
  ********************** ****** Ziply Fiber continues to bill her for a non-existent account. 
  ********************** states the account was created without her knowledge in December 2022. 
  ********************** states she has called every month and has been advised the issue is taken care of but continues to get a bill. 
  ******************** wants the incorrect account deleted immediately. 
  ******************** wants a free upgrade on her internet and three months service credit. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ******************** ported her telephone number ending in **** to another provider in 2017 which disconnected the service with then Frontier Communications. 
  Account records show ******************** subsequently established a standalone internet account with Ziply Fiber in 2020.  Account notes advise she wanted to port the number back at that time however a port request was never completed, instead a record change order was issued that assigned Ms. ********* prior telephone number ending in **** as the account number for her standalone internet account, the number itself was not a working phone number on the Ziply Fiber network. 
  ******************** contacted Ziply Fiber in September ****************************************************** **** back to Ziply Fiber as a phone line which requires a port in order. However, because the number ending in **** was assigned as the existing account number, it prevented a port order from being done. To correct this issue and allow for a separate port order on the requested number, the account was changed to a new account number ending in **** on 9/19/22. 
  Account records show the port order to bring the number ending in **** back to Ziply Fiber as a phone and internet bundle did not complete until three months later on 12/26/22. 
  The account ending in **** should have been disconnected once the port order completed on 12/26/22 but this was not done until 2/25/23. ******************** was billed for two months of service in error on the account ending in **** at $63.22 per month totaling $126.64. ******************** paid these charges and the account ending in **** is closed with a zero balance. 
  Ziply Fiber did provide credit of $126.00 for the duplicate billing under ******************************************************************** **** on 2/10/23.  
  In addition to the credit for the duplicate billing, ******************** also received a free month of internet at a $60.00 value and additional courtesy credits of $32.58 on 4/7/23. Ziply Fiber has also issued credit for two late fees that billed totaling $20.00, since ******************** was paying the old account. The credit for late fees will reflect on the 5/27/23 bill statement. 
  ******************** currently has GIG internet which is the highest speed available with home phone. 
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ******************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations